This policy covers hardware purchased through our hardware shop or added to a Virtual Voice / Virtual Voice Office order. It's in addition to your statutory rights under the Consumer Rights Act 2015, which are not affected.
1. 30-day return window
You can return hardware for any reason within 30 days of delivery for a refund or exchange. To qualify, the item must be unused, in its original packaging, and include all cables, power supplies and accessories it was shipped with. Contact our support team to arrange a return before sending anything back — items returned without prior arrangement may be delayed while we match them to your order.
A restocking fee of up to 15% may apply to change-of-mind returns, deducted from your refund. We charge this only where the packaging has been opened or shows more than light handling — items returned unopened and in resaleable condition are refunded in full. This fee never applies to hardware that's faulty or didn't work on arrival.
2. Doesn't work on arrival (DOA)
If a phone or accessory doesn't power on or work correctly straight out of the box, tell us within 30 days of delivery and we'll arrange a replacement or full refund, including original delivery charges. We may ask for a photo or short video of the fault so we can log it correctly with the manufacturer, but this won't delay getting a working replacement out to you.
3. Faults after 30 days
For faults that develop after the initial 30-day window but within the manufacturer's warranty period, we follow the manufacturer's standard RMA (Return Merchandise Authorisation) process. We'll raise the RMA with the manufacturer on your behalf, provide you with any paperwork or return label needed, and arrange a repair or replacement once the manufacturer approves the claim. Turnaround times depend on the manufacturer and are outside our direct control, but we'll keep you updated throughout.
4. Pre-configured hardware
Phones added to a Virtual Voice Office package order are pre-configured for your account before dispatch. Configuration doesn't affect your right to a 30-day return or DOA replacement — we'll simply re-configure a replacement unit before it ships.
5. How to start a return
Email sales@virtualvoice.uk or raise a support ticket from your customer portal with your order reference and the reason for the return. We'll confirm the next steps, including whether we need the item back before or after issuing a refund/replacement.
6. Refunds
Approved refunds are issued to the original payment method within 5 working days of us receiving the returned item (or, for DOA claims, as soon as the fault is confirmed), less any restocking fee due under section 1. Delivery charges are refunded in full for DOA and manufacturer-fault returns; for change-of-mind returns within the 30-day window, the outbound delivery charge is refunded but return postage is your responsibility unless the item is faulty.
7. Contact
Cyber Fits Solutions Limited
Email: sales@virtualvoice.uk
Phone: 0191 543 3488
